Scam victims misled over Action Fraud investigations

| Author: Eric Shelmerdine [Life Member (L/0815)] | Filed under: General News
Scam victims misled over Action Fraud investigations

Fraud helpline staff acting on behalf of police are trained to mislead victims into believing their cases are under investigation, and will be solved, The Times has claimed.

The Times undercover investigation into Action Fraud, which is overseen by the City of London Police, found that staff at the call center, outsourced by the US firm Concentrix, were taught not to tell the fraud victims that the majority of cases are dismissed either by employees or a computer algorithm.

In reality, as few as one in 50 fraud reports lead to a suspect being caught.

Managers are caught on camera mocking victims, referring to them as “morons”, “screwballs” and “psychos”.

Home secretary Priti Patel told The Times that she is “very concerned” and has has written to City of London Police asking for an urgent update.

Both City of London Police and Concentrix have opened investigations. Four staff members have been suspended.

Concentrix told The Times that it is taking the allegations seriously and did not tolerate the mocking of fraud victims.

A Concentrix spokesperson told The Times: “A small number of isolated incidents have occurred which are not representative of our organisation and our values. The four individuals featured in the investigation have been suspended.”

City of London Police national lead for economic crime Commander Karen Baxter told the Times: “We will be carrying out an immediate examination of standards and requiring our agents to do the same.

“It is important to emphasize that we know that the vast majority of the staff who work for Action Fraud do a good job in sometimes difficult circumstances, and we would not want this to deter members of the public from coming forward and reporting fraud.”

Source:  Money Marketing

Working with the Law Society

The ABI is the only association in this industry to be recognised by the Law Society of England and Wales, and included in the Law Society of Scotland's approved Supplier Scheme.

The highest independent professional bodies for solicitors put their trust in us. We’re confident you can do the same.

Law Society logo
Scotland Law Society logo
Professional Indemnity Insurance
Thank you, your message has been sent.
A member of our team will be in touch shortly.